What should I do if I fail to download an app in HUAWEI AppGallery?

Applicable products： Smartphone
Applicable system: Unrelated to OS version
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What should I do if I fail to download an app in HUAWEI AppGallery?

If you are unable to find an app in HUAWEI AppGallery, refer to unable to find an app in AppGallery

If you fail to install an app, refer to What should I do if I can't install an app in HUAWEI AppGallery?

  1. Check the network connection.

    Open Optimizer App，go to Data usage > Network access and check if the Mobile data option next to HUAWEI AppGallery is selected (the Wi-Fi option is selected by default).

    If the network connection is normal but you still cannot download the app, open your browser and see if you can browse websites using the Wi-Fi and mobile data network. If not, switch to another network and try again.

  2. Check whether the memory is sufficient in Settings > Storage > CLEAN UP.

    Generally, your phone needs to have a memory space three times or more the size of an installation package in order to install the package.

  3. Check whether your phone is running the latest version of HUAWEI AppGallery.

    To update HUAWEI AppGallery, go to AppGallery > Me > Check for updates.

  4. Clear the cache of HUAWEI AppGallery.

    To do so, go to Settings > Apps/Apps & notifications > Apps > AppGallery > Storage > Clear cache.

  5. Uninstall updates for HUAWEI AppGallery.
    • To uninstall updates, go to: Settings > Apps/Apps & notifications > Apps > AppGallery > Click three dots on the upper right corner > Uninstall updates to restore HUAWEI AppGallery to its factory version. (The reason for uninstalling updates to restore HUAWEI AppGallery to the factory version is to check whether the latest version is abnormal.)
    • Check if you can download the app in question in the factory version.
    • Go to AppGallery > Me > Check for updates and update HUAWEI AppGallery to the latest version again
  6. If methods 1-5 all fail, contact Huawei customer service in your region or go to Me > Problems and suggestions and provide the following information for assistance:
    • HUAWEI ID
    • HUAWEI AppGallery version
    • Network environment (mobile data or Wi-Fi)
    • Serial number/SN (you can dial *#06# to check)
    • Time when the issue occurred
    • Problem description
    • Contact information
    • HUAWEI AppGallery client log (you can go to Me > Problems and suggestions, check the box next to Share system logs to help us diagnose problems, enter your content, and touch Submit to upload the log.)

    For details about how to upload HUAWEI AppGallery's logs, refer to How do I upload logs in HUAWEI AppGallery?

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